Lead Support Operations Representative
Who We Are
Insurity empowers insurance organizations to quickly capitalize on new opportunities by delivering the world’s most configurable, cloud-native, easy-to-use, and intuitively analytical insurance software. Just as importantly, we empower our people—providing the tools, support, and opportunities they need to grow and succeed.
We don’t just make bold promises—we deliver results. As the largest cloud-based software provider for the Property & Casualty market, Insurity is trusted by 22 of the top 25 P&C carriers and 7 of the top 10 wholesale brokers in the MGA space. Behind that trust is a team that delivers exceptional value and deep industry expertise.
While our technology sets us apart, it’s our people who truly make the difference. At Insurity, you’ll collaborate with some of the most creative and knowledgeable minds in insurance tech—in a culture that fosters innovation, teamwork, and continuous learning. Our award-winning onboarding experience welcomes and supports you from the moment you accept our offer.
Ready to grow your career with an industry leader? Apply today—we’re excited to welcome you. #UatInsurity
What’s In It For U
- Work Where You Thrive: Find a hybrid work environment that allows you to enjoy great work life balance, stay connected and collaborative
- Generous Time Off: Our leadership believes in taking the time you need when you need it.
- Day One Health Benefits + Employer-Matched Retirement Savings: You might think these are table stakes, but we know these matter to you.
- More Than Just Core Values: Our values are fundamental in how we attract, train, and retain top talent.
- Award-Winning Onboarding Program: We set you up from the get-go to make a significant impact from Day One and follow you through your entire first year.
- Real Career Growth Opportunities: We love to promote from within with over 25% of our open roles filled through internal applicants on average.
- Mentorship Program: We support a champion culture and growth mindset by pairing you with experienced, talented leaders to help you grow personally and professionally.
- Insurity Podcasts: Explore podcasts from our Learning & Development team for deeper insight into Insurity products, company innovation, and the business as a whole.
- Continuous Learning Opportunities: Own your development with your own LinkedIn Learning and Kaplan licenses.
- Employee Referral Bonus: Once you come onboard, give Insurity the biggest compliment you can give by referring to someone to work here and earn a referral bonus.
Insurity’s Next Lead Support Operations Representative
The Lead Support Operations Representative in the Support Team will oversee financial backend operations such as remittance processing, mismatch report validation, fee reversals, and policy-related payment reconciliation, while acting as an escalation point for complex issues. The ideal candidate will have 5+ years of experience in financial or billing operations, with strong attention to detail, advanced Excel proficiency, and a solutioning mindset. We’re looking for a dependable professional who can lead, coach, and mentor the team, ensure SLA adherence, and drive process improvements while collaborating effectively with stakeholders.
What Our Lead Support Operations Representative Will Do
- Develop, analyze, and document complex business, functional, and non-functional requirements
- Oversee daily operational workflows and ensure timely and accurate completion of team tasks
- Act as an escalation point for complex issues, exception items, and system/process challenges
- Review and validate work outputs (reports, files, tickets) to ensure quality and accuracy
- Lead and coordinate team responses to emails and Salesforce tickets, ensuring SLA
- adherence
- Identify process gaps and drive continuous improvement initiatives to enhance efficiency and effectiveness
- Train, mentor, and support team members on processes, systems, and best practices
- Partner with cross-functional teams on projects, system enhancements, and operational
- initiatives
- Produce, analyze, and present operational reports and insights to stakeholders
- Support implementation of new tools, workflows, and operational changes
- Stay up to date on industry trends, tools, and best practices and share knowledge with the team
- Support implementation of new tools, workflows, and operational changes
- Other duties as assigned
Who We’re Looking For
Looking for a detail-oriented and dependable professional with 5+ years of experience in financial or billing operations and strong Excel skills. The ideal candidate should have a solutioning mindset with the ability to lead, coach, and mentor a team while ensuring accuracy and SLA adherence.
Key Skills:
- Active listening and stakeholder communication
- Analytical and critical thinking
- Strong problem-solving and decision-making abilities
- Leadership and mentorship without direct authority
- High attention to detail and quality control
- Ability to manage competing priorities and guide team prioritization
- Strong written and verbal English communication
- Time management, planning, and organizational skills
- Sound judgment and escalation management
- Ability to work cross-functionally and influence outcomes
- Adaptability and change management
- Maintain strict confidentiality
System Knowledge:
Advanced Proficient knowledge and experience with:
- Microsoft Office Suite
- Financial systems
- Salesforce
- Jira
Education:
- 5+ years of experience in customer support, operations, or related field
- Prior experience in a senior or SME role within support operations
- Demonstrated experience leading initiatives, mentoring team members, or improving processes
Thank you for your interest in Insurity! Please understand that due to the volume of applicants we receive, only selected candidates will be contacted.